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Title:

Support 2.0: Technical Support Beyond Forums

Your vote:
Level:
Intermediate
Type:
Panel
Category:
Business / Entrepreneurial
Organizer:
William Hertling, Support 2.0 Strategist for Hewlett-Packard
Description:
How can companies deliver truly innovative customer support that goes beyond just forums and knowledge bases? How can companies solve their long tail of support issues? This panel explores the future of customer support. How can wikis, blogs, Twitter, social networking, and the wisdom of the crowds be applied to customer support?
William Hertling
on 8/8/08
You can read more about the topics I'd like to cover in this panel session at my blog, http://www.williamhertling.com.
Bob Gately
on 8/8/08
Great idea! Customer support is becoming a big issue for the consumer and an expensive proposition for companies. Is authorized peer support part of a new strategy? I'll be keeping my eye on this.
MK Gately
on 8/8/08
We are extremely anxious to find ways to use Twitter, blogs, and social networking to create a community among our authors and readers and how publishing will change with the new generation of net savvy customers. We want to know how we can move forward to combine Web 2.0 and publishing, and the changes that are imminent. This is a very high priority within my organization.
Carolynn Menacker
on 8/8/08
Great idea for a topic....
Janice James
on 8/8/08
Fantastic! Would love to sit in on this panel.
Christine Giustra
on 9/8/08
My main reason for being interested in this topic is that I am interested in receiving better customer support, and I feel that these applications are very promising. I would especially encourage companies examining their support strategies to implement wikis, as I would find these to be a fantastic way to obtain (and give) support. I will be interested to hear more about this panel.
grace ribaudo
on 9/8/08
I have a particular interest in wikis. Having followed Will Hertling's blog for many years, I look forward to his presentation.
Eric Magnuson
on 12/8/08
I believe it's topics like this one that put meat on the proverbial SXSW bone. Both those who manage customer support to those who use customer support have an interest in seeing social technologies used appropriately for the cause of a better support experience. I'll be there!
Mike Whitmarsh
on 13/8/08
If it means i can take control of my support experience, and not have to wade through phone menus, before I sove my problem - then I'm ALL for it!
Wikis are very powerful, when they are used.
I'm very interested in solving the chicken and egg issue with starting a Wiki expressley for corporate support.
Eliseu Belculfine
on 18/8/08
Great idea! I would suggest to add "How To" videos shared by customers on the discussion.
Jeska Dzwigalski
on 8/9/08
William - this looks like a great panel idea!

I work with Linden Lab (creators of Second Life) and if you're looking for another panelist, I'd love to talk about how to utilize virtual worlds alongside other types of social media to help reach your customers from a customer support side. I've seen inworld research and focus groups, customer organizing, support conversations and more help extend support out of the browser.

Feel free to ping me if you'd like more info or to talk about it ;)
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Legend
    0
    Zilch - I have no interest in this idea.
    1
    OK - But this is not really my cup of tea.
    2
    Good - I might attend this panel.
    3
    Better - I probably will attend this panel.
    4
    Best - I will definitely attend this panel.
    5
    Amazing - This justifies my trip to SXSW.
T
= Technical panel
P
= Philosophical panel
B
= Beginner level
I
= Intermediate level
A
= Advanced level
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